Call Of The SMB: Cisco Ties VoIP To Microsoft CRM

The vendor is also backing up the product release with a new, optional specialization around CRM solutions for its IP telephony partners.

"Cisco is getting the message that SMBs, like enterprises, are going after solutions based on application needs, not just the need for a really great network," said Gia McNutt, CEO of Special Order Systems, a Rocklin, Calif.-based solution provider, during a recent interview. Applications such as Microsoft CRM help drive infrastructure sales, she said.

The Cisco CRM Communications Connector is a new application available at no cost to qualified Cisco partners that ties Microsoft Business Solutions CRM with Cisco's CallManager Express, its IP telephony solution aimed at the SMB market.

The software opens contact records and tracks activity for incoming calls, supports click-to-dial, tracks call duration and captures incoming and outgoing call information, such as phone number and call start and end times.

"We're seeing the SMB marketplace now start to focus on the same business-enabling applications that historically have been available to enterprises," said Richard McLeod, director of IP communications solutions worldwide channels at Cisco, San Jose, Calif., noting that smaller customers are seeking CRM solutions to help improve productivity, customer support and customer satisfaction.

To deliver the solutions, McLeod said Cisco will help its partners team with Microsoft-certified partners when necessary.

Communications Connector was developed with technical assistance from Microsoft under a collaborative relationship unveiled in February.

In addition to the new software, Cisco launched the CRM Express Specialization, a new technology specialization that provides training on the integrated CRM/IP telephony solution.

To be eligible for the specialization, which is not required to sell Communications Connector, solution providers must hold one of Cisco's three company-level VoIP specializations: IP Communications Express, IP Communications or IP Telephony-Revised.

Web-based training for account managers and engineers is available for the new specialization, which carries 10 points toward certification as well as a special designation on Cisco's online partner locator.

In addition, Cisco is rolling out its popular Value Incentive Program for IP Communications Express partners, making additional 10 percent rebates available to qualified partners selling the company's SMB-focused telephony solutions.

VIP, already available for security and enterprise telephony partners, provides back-end rebates to partners that meet sales goals and customer satisfaction requirements.